1xBet Casino - Player believes that their withdrawal has been delayed.

hello, 3 days ago I sent my documents to 1xbet security (2 screenshoots of my jeton wallet account with personal information and proof of the transfer of my jeton wallet account to 1xbet and my passport) but still no response despite having contacted them several times and at best I only receive an acciuse reception su 1xbet customer service from Bangladesh??? while I sent my documents to the English security service of 1xbet... and when I ask the English customer service of 1xbet by email to help me because apparently security of 1xbet has not received my documents as the customer service confirmed to me from 1xbet by phone they tell me to contact security when it doesn't work when I contact security so they really take me for an idiot and so I tried to contact security with my other gmail email address (because maybe the email address of my outlook email service cannot reach security) it's the same thing no security response from 1xbet... except an acknowledgment of receipt from 1xbet customer service from Bangladesh... here is the proof of my passport documents and 2screenshoots of my token wallet account and the proof that I contacted security of 1xbet and the English customer service of 1xbet which does nothing to help me thank you for forcing them to pay my winnings and stop trying to scam me please thank you very much best regards PS i have many more proove screenshoots but here i can only send 5 screenshoots but if you contact me to my email i can send the other screenshoots in proove with also my passport and my 2 screenshoots of my account jeton wallet i have sent to security but no answer for 3 days... it feels the scam...

Dear max45658665,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear max45658665,

Have you received your withdrawal from the casino yet?

hello yes my account was verified on September 15 successfully but they had confiscated 49.32 euros from the 130 euros of the welcome bonus claiming that there was a suspicion that I had multiple accounts while it was false because they could have check with my identity card and my passport and even with the triple photo of my face their message and my identity card that I only had one account put I have to use run VPN because it does not work for France as the customer service had told me to do and that these tmarked in sle spublicities 1xbet and therefore I continued to bet until September 20 but still they ask me again for the same documents already successfully verified passport and screenshoot jeton wallet and after if they tell me that I can no longer bet as by chance after that I have not lost one time in my bets?... this 1xbet security service are real parasites so I would like 1xbet to give me back the 49.32 euros of unlocked bonus unfairly confiscated and also to be able to continue betting because it is not because that I have not lost that they can prevent me from betting thank you for your help best regards

Do I understand correctly that customer support advised you to use a VPN?

Has your account been blocked by the casino? Are you no longer capable of accessing your account?

Please forward any relevant communication between you and the casino regarding the issue with the bonus as well as the suspicion of multiple accounts to veronika.l@casino.guru. Thank you.

hello Veronika i have just answered you on your email like you told me best regards

Thank you for your email.

Do I understand correctly that you were accused of having multiple accounts in the casino and your bonus has been removed? Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

hello no one in my house has an account 1xbet but the probleme is like I'm french and like customer service 1xbet told me and like it's writed in the publicity 1xbet on the net and on the french I was forced to use vpn so i have used vpn tunel bear country kenya who was working for 1xbet and jeton wallet in 1xbet and the bonus has been confiscated for wrong pretext september 15 and september 20 again the same documents aever checked adn after security 1xbet told me yfinally you can no more bet too... it's just becaus eI have not loosed on all my bets... thank you to help me to get by my bonus unlocked of 49.32 euros and also for i can bet please thank you very much best regards

Thank you very much, max45658665, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, max45658665,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we will wait for the casino's response, please, provide me with the following information to clarify the situation:

• You claimed that the casino's CS advised you to use a VPN - is there a chance you have a live chat transcript or email where it is clear the casino provided you with such information?
• The disputed amount is set to €290, but you mentioned also a bonus of "€49.32 from €130 of the welcome bonus" that should be unblocked - so, what is the current disputed amount and what does it represent?

Feel free to use my email (branislav.b@casino.guru).

Now I would like to invite 1xBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 1xBet Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings/bonus funds been confiscated? Can you please confirm or deny the claim about the fact the casino's CS advised the player to use a VPN?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Max,

As stated earlier on multiple occasions,

We've checked all the necessary information regarding your situation. Your account has been blocked after a thorough investigation by the Security Service because of the violation of the multiple accounts Terms & Conditions 2.26 and 2.27:

2. 26. Each registered customer may have only one account. Customers may register only one account per family, address, e-mail address, IP address, credit/debit card, e-wallet or electronic payment method. Persons otherwise associated with a customer will not be allowed to register on the website.

2. 27. No registered customer may be re-registered as a new customer (under a new name, with a new email address, etc.).

We've also checked the information on your deposit request with the Security Service. According to the Terms and Conditions, you can withdraw the amount of your deposits, which which you already successfully did as of today:

2.30. 1xBet Bookmaker Company has the right to cancel all winnings and refund the balance from your main and duplicate accounts.

The Company has fulfilled the obligation to you and the decision on your situation is final and non-negotiable

hello I have only 1 account and I have make the verification with succes with triple photo of my face identity card and message security and i have sent my passport and all my deposit jeon wallet and also data wallet so it's no sens i have muliple account in plus in my passport and my identity card there is a number and security has can check tha ti had only one account 1xbet...b so maybe it's because i'm forced to use vpn Kenya of tunnel bear for i cna conect to 1xbet because in France it's not possible to connect to 1xbet and vpn are allowed like it's writed in publicity 1xbet on the net and on the french tv... and also customer service told me by chat no problem for vpn and even to use phone roaming virtuel number like all the other french players becuse french phone number are not ok ok 1xbet... and i have a message with security where we talked about that and it was ok and the processus of verification was ok september 15 jus tmy bonus of 49.32€ confiscated and no more right to have bonus but it's writed you can bet... and after 5 days i have not loose so september 20 agian security for thez same document and i have accepted again send same documents with all other depsoit sjeton wallet screenshoot... and after tha tsecurity told me you cna withdrawl your deposit but you cna no more bet it's very strange... becaus ei have only one account but jsut vpn like all the million of french player on 1xbet ... so if i hav emore lost tha twin on 1xbet my account 1xbet could have been ok for to bet... cdly

Alright, max45658665. Thank you for your reply.

However, you provided nothing new compared to your previous posts, and there are still questions that have not been answered. Please, look at my previous posts and answer the questions regarding the disputed amount/returned deposit(s)/bonuses/amounts that you have not answered yet.

Dear 1xBet Casino team,

Although the previous timer was set up for the player, in the same post, I asked you to provide me with a detailed explanation and data/evidence to support your claims and the casino's decision. Now, it has been more than 2 weeks since I invited you to the thread and asked you to also provide me with the relevant evidence.

So, please, look at my previous posts, especially the parts directed to you, and provide me with the necessary information and evidence in accordance with the instructions given earlier.

Please note if the casino is not able and willing to cooperate with us in resolving the matter or to provide us with the requested, we will be forced to think about complaint closure, however, not in favour of the casino.

Looking forward to hearing from you.

HBranislav i contest my wecome bonus of 49.32 euros on 130 euros unlocked and confiscated so i have only account 1xbet and i contest the fact i can no more bet so all my documents were ok september 15 excepted bonus confiscated of 49.32 euros but at this time i could bet but 5 days later again same documents alresdy checked and like by badluck no more right to bet because i had never loose... best regards

So why the disputed amount of the complaint is set up to €290? You had to set it up like that upon submitting the complaint. What do those €290 represent? What is the current disputed amount?

Anyway, without the casino's cooperation, we cannot move anywhere, so let's wait for their response.

hello i have never writed 290 euros it's a mistakes you can check than in my message i talk only 49.32 euros bonsu confiscated i don't know why it's writed 290 euros? best regards

Alright, thank you for confirmation. The disputed amount was updated to €49.32.

Looking forward to hearing from the casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Branislav,

Provided you with the information via an email just now.

Best regards,

The 1xBet Team

Dear 1xBet Casino team,

The provided information is not sufficient to support the casino's claims and decision, and a detailed explanation is completely missing.

I replied to your email and requested additional details and evidence. However, as was mentioned in my last email, please note this is the last call for you to provide me with the requested detailed explanation and supporting evidence. Otherwise, after so long time without any progress, I am afraid I will be forced to close the complaint, however, not in favour of the casino.

Looking forward to hearing from you.

Dear Branislav,

Thank you very much for getting back to us. We sent you an email a couple days ago, When possible, please take a look at it.

All the best,

The 1xBet Team

Greetings all,

Just letting you know that there is still ongoing communication between me and the casino representative outside the thread, and I am currently waiting for the casino's response and additional details.

Dear 1xBet Casino Team,

Please, look at my last email sent a while ago, and provide me with the requested.

Thank you both for your patience and understanding.

Dear Branislav,

Just now provided you with an email.

Best regards,

The 1xBet Team

Dear 1xBet Casino Team,

I explained the situation and our attitude via email and also suggested how to move forward with the matter. Please, answer my last email and provide me with the requested information and instructions.

Looking forward to hearing from you.

Dear Branislav,

Provided you with the information via an email just now.

Best regards,

The 1xBet Team

Dear max45658665,

I am sorry for the delay. I appreciate your patience.

Just letting you know that it looks like we will need a signed Power Of Attorney from you.

It should be as follows:

• I will send you a pre-filled document (with our company details as a representative)
• You will have to complete the document with your personal details and the casino's details
• Printing and signing the document
• Taking a few photos according to further instructions that I would provide you with
• Sending the photos to my email or here

I sincerely believe that it should be alright this way so the casino can provide us with more details, although you already accepted the sharing of your data upon submitting this complaint.

However, I would like to point out (from our experience in other cases) that online casinos usually have tools to detect multiple accounts used by 1 person, and they can easily link all accounts that were used on the same device or used the same internet connection to access the casino website, or they can link them by identifying matches of other data. Then it is very easy to check if more than one account used the same bonus, and if so, you know what it means.

So, the most important question before sending you the Power Of Attorney document is - Are you really sure you want me to proceed even if providing the necessary document/photos could mean that, if you breached anything and the casino has evidence to support such claims, then they will share it with me and it would likely lead to complaint rejection? If the casino's rules were breached, is it worth devoting more time to it?

hello Branislav thank you for all you have make for me yes i want the the Power Of Attorney document and i woulk like also you force 1xbet to send me back the 49.32 euros of bonus confiscated unfairly for this wrong reason after i will fill the document in all case thank you for all you have done for me casino guru is wonderful best regards

Alright, max45658665. The document was sent to your email address a while ago.

Please, follow the grey points in my previous post. You should amend the yellow parts in the document, and I recommend removing the text highlight colour after editing them.

In addition, I am adding the information about what we will need (grey point 4 above):

• Detailed photo of the printed and signed document with all corners visible in the photo
• The photo of you holding your ID card stated in the Powe Of Attorney
• The photo of the Power Of Attorney with your ID

Please note that everything should be clear and readable in the photos. You can post them directly here with your reply - the post will be marked as "sensitive" so hidden from the public - we will have to provide them to the casino anyway. Alternatively, send them to my email address (branislav.b@casino.guru).

Please let us know when it is done.

Looking forward to hearing from you.

hello thr power of attorney i can not to send here because its not working si i send you by email in answer of your email with the power of atorney to complete best regards

Hi max45658665,

I wanted to inform you that since Branislav, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Branislav possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Thank you for your understanding and continued patience.

Greetings all,

I am sorry for the delay.

Thank you, 1xBet Team, for your email and additional details. However, before I request further information, let's wait until the player provides what we require. It looks like he did not understand my requests correctly.

Dear max45658665,

Thank you for your email and the document provided. But - are you kidding?

Let's do it like this - Now I will repeat all the instructions again, and I will require you to provide me with the Power Of Attorney document in exactly the required form.

We are talking about an easy process, and it should not be a problem for a regular PC user with a printer. If you do not know how to do it, please, ask someone for help.

• Find my email with the Word document that I shared with you via email, with the pre-filled details about our company
• Edit the document in a common text editor (I recommend the Word app on a PC) - update your personal information and the casino's details in the document at the highlighted places in question
• Print and sign the document in a classic way
• Take a detailed photo of the printed and signed document with all corners visible in the photo
• Take a photo of you holding your ID card stated in the Power Of Attorney
• Take photos of the Power Of Attorney with your ID (both sides ID, 2 photos)
• Send everything to my email - if the photos are of a better quality, split it into several emails

Everything should be clear and readable in the photos.

Please note that until I am provided with all the requested, I will not ask the casino for further information or details. Moreover, if you fail to provide it by the given instructions, the complaint will be closed/rejected.

If you have any questions, feel free to ask me.

Thank you for understanding. Looking forward to your Power Of Attorney.

hello i have not printer for to print the power of atorney but i can make a selfie with my passport or identity card in plus of the power of atorney that i have already completed with my pc and that i have already send you thank you for your comprehension best regards

hello for 1xbet i was forced to use vpn like evey french player it's even writed in the publicity and on google for the french players it's for that there was the problem of multiple registration and for to print i must to make 10km whithout car so get lost for that and i have find one other bookmaker more serious whithout to be forced to use vpn and who is legal not like 1xbet.. and with better odd cdly

Dear max45658665,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru